This form is a License Subscription Agreement with Service Level Options. The licensor grants to the licensee a license to use certain software programs and related documentation. The license pricing will be based on monthly subscription fees and the license setup fee. The licensee also acknowledges that the licensed software is highly confidential proprietary information and trade secrets of the licensor and disclosure of the information will result in serious injury to the licensor.
Maine License Subscription Agreement with Service Level Options
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What's in an SLA? The SLA should include not only a description of the services to be provided and their expected service levels, but also metrics by which the services are measured, the duties and responsibilities of each party, the remedies or penalties for breach, and a protocol for adding and removing metrics.
Scheduled Maintenance/ Planned MaintenanceYou will need to allow for regular maintenance in your SLA. This will permit you to carry out planned maintenance to the SaaS software that customers are accessing 24×7.
With respect to the Availability Service Level for Online Portal, the Service Level Credit shall be calculated as a product of (i) the Service Level percentage allocated by the Availability for Online Portal Service Level set out in Section 54.7 above, multiplied by 10% of the Total Ongoing Services Fee.
(1) A measurement of the performance of a system or service. The service level is usually expressed as a percentage of a goal; for example, the percentage of time a network or system is operative or the percentage of successful transactions processed.
2022 Service credits are the sums deducted from the amounts to be paid under the contract to the supplier if its actual performance fails to meet the service levels.
If some aspect of a service has not been agreed with the customer, it is not an "SLA". SLAs commonly include many components, from a definition of services to the termination of agreement.
Service credits (or service level credits) are a mechanism by which amounts are deducted from the amounts to be paid under the contract to the supplier if actual supplier performance fails to meet the performance standards set in the service levels.
There are three basic types of SLAs: customer, internal and multilevel service-level agreements. A customer service-level agreement is between a service provider and its external customers. It is sometimes called an external service agreement.
Note: SLA does not include maintenance and support for licensed or subscription software products. Software maintenance and support is described in the software maintenance agreement (SMA) for each respective proprietary licensed software product.
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